Support
A help desk for tracking and resolving support tickets, plus internal messaging between members of your admin team.
Help & Support
A ticketing system for tracking issues or questions and working them through to a resolution. It shows every ticket with its category, priority, and status, and lets you open one to reply and update it.
.png)
WHAT YOU CAN DO HERE?
Explore the business at a glance.
New Ticket button - raise a new ticket (not shown for Super Admin accounts, since they're the ones resolving tickets).
Active Tickets, Solved Total, Avg. Response (hours), Need Attention stat tiles.
Category filter - Courses & Curriculum,
Payments, Certificates, Technical, Account, Other.
Priority filter - Low, Mid, Urgent
Status filter - Open, Pending, Hold, Solved.
Search box.
Export button - downloads the currently filtered list as a CSV file.
Ticket table - Ticket ID, Subject, Category,Priority, Status, Last Updated; click a row to open it.
Ticket detail page - the original description and any attachment, a thread of replies, a box to add a new reply, and a Manage panel to change the Status and Priority; a Delete button removes the ticket and its replies permanently.
How do I do it?
A simple path from login to insight.
1
Open a ticket from the list, or use the filters/search to find a specific one.
2
Read the description and any attachment the learner or staff member included.
3
Type your response in 'Add a reply' and click 'Reply'.
4
Update the Status (e.g. to Pending, Hold, or Solved) and Priority in the Manage panel as needed.
5
Use 'Export' any time you need the current ticket list as a spreadsheet.
Messages
Internal chat between members of your admin team - separate from learner support tickets. You can message one person directly or take part in group chats.
WHAT YOU CAN DO HERE?
Explore the business at a glance.
New Message button - pick a staff contact to start a direct conversation
Search box - find conversations or people.
Recent chats / Conversations tabs - recent activity, or every conversation sorted alphabetically.
Sidebar - separate Group Chats and Direct Messages sections, with unread-message counts.
Message composer - text box, file attachment (image or video), and an emoji picker.
Schedule a message - for direct
conversations, set a future date/time for a message to send instead of sending immediately; scheduled messages are listed above the composer and can be cancelled before they go out.
How do I do it?
A simple path from login to insight.
1
Click 'New Message' and choose a staff member to start a conversation, or select an existing conversation or group chat from the sidebar.
2
Type your message, and attach a file or add an emoji if needed.
3
Press Enter (or click the send button) to send it immediately.
4
To send it later instead, open the scheduler,pick a date and time, and click 'Schedule.
5
Cancel a scheduled message any time before it sends by clicking the X next to it.
SUPPORT. RESOLVE. CONNECT.
Make Every Learner Feel Supported.
Manage support requests, track issues from start to resolution, and keep your team connected with an organized support experience.
01
Track Every Request
Create, organize, prioritize, and manage support tickets until each issue is resolved.
02
Stay Connected
Keep communication flowing with internal messaging that helps your team respond quickly and collaborate effectively.
03
Resolve With Confidence
Follow each issue through its status and keep support work organized from the first request to final resolution.